Agent GuidancePutting agents first

The omnichannel agent

Agents are under pressure to consistently deliver quality customer service resolving customer queries first time, every time. They use many screens and applications while simultaneously asking customers for information. Then, they must multitask to complete the transaction. Distracted by these often complex processes and tasks, agents have a reduced capacity to give personal attention to customers. Join up the journey and make it easy for agents to excel and provide seamless customer experience.

Learn how Agent Guidance reduces training time, increases first contact resolution and productivity

Reduce training time and improve productivity

As the hub of customer service, your contact centre answers many
queries on wide-ranging subjects. The necessary systems that hold records and
process requests, make it complex to answer customers. You carefully recruit
agents with the right personality and attitude but training them takes time for
each task. When they are then expected to multi-task, this just adds more
coaching time. Agents only become comfortable or familiar when they do the work
every day.

Agent Guidance improves team performance

Agent Guidance makes it easy for agents. They get faster high-quality training and then on-going support on their desk with every task. Agents enjoy excellent familiarisation and their confidence improves. Your new agents: